E-commerce Operations Manager

2 months ago

Dubai, United Arab Emirates Weaves Group Full time

If you know us, you will know Khaadi is the leading women’s fashion brand in ethnic wear market. Internationally we are building our reputation as the go to for Eastern Fashion. We serve our customers globally through our retail stores and online platforms.

Join us to be part of a growing business. We operate at international standards with a family feel culture. With entrepreneurial leadership, new ideas and practices are experimented. We are constantly evolving and bettering ourselves and we love to hire people who can bring a new perspective. It is a fast-paced job, and we need adaptable and flexible people with a great attitude.

This role is suited to a driven and enthusiastic professional with proven experience in E-Commerce Operations. The Ecommerce Operations Manager will oversee a wide range of cross-functional operational processes and facilitate efficient collaboration between operations, marketing, finance, and fulfilment teams, as well as external partners and vendors.

Key skills required are:

- Proven success in the delivery of revenue growth through optimizing existing business and identifying new business opportunities.
- Proven analytical and decision-making skills based on eCommerce and consumer engagement metrics.
- Experience in women's’ lifestyle brand is preferable.
- Strong management experience building, leading, and managing high performing teams.
- Ability to supervise and manage multiple projects at the same time.
- Excellent problem solving, leadership and communication skills.
- Ability to manage external relationships and build strategic partnerships.
- Fluent English Speaker.
- Ability to travel worldwide holding appropriate travel visa.This role is suited to a driven and enthusiastic graduate looking for a career in E-Commerce and digital marketing. We are looking for a self-starter with excellent written communication skills to join our fast-growing and diverse E-Commerce team.

**Key Tasks & Responsibilities**
- Deliver retail activities to optimise and exceed sales targets, profitability and customer satisfaction.
- Develop or revise business plans for online business, emphasizing factors such as product line, pricing, inventory, or marketing strategy.
- Integrate online retailing strategy with bricks and mortar retailing operations.
- Increasing AOV & conversion, reducing bounce rate, increasing CPA & CPO.
- Being link between core business to ensure brand integrity is upheld at all times.
- Reconcile daily sales.
- Produce reports on sell through, bestsellers, stock levels, and key performance indicators.
- Measure and analyse Website usage data to maximize search engine returns or refine customer interfaces
- Manage payment systems / payment gateways.
- Manage refunds and returned items.
- Disclose merchant information and terms and policies of transactions in online or offline materials.
- Managing budgets
- Manage last mile partner to ensure daily dispatches are accurate and orders are fulfilled on time and correctly.
- Reconcile stock with system and physical through daily monitoring of stock reports and regular stock takes.
- Manage stock room processes for accurate stock file.
- Ensure care and detail is provided in packing of goods.
- Maintain daily delivery reports, undelivered orders and delayed delivered orders.
- Plan sales and discounts ensuring maximum profitability
- Work with partner agency to design customer interface of online storefront.
- Determine location for product listings to maximize exposure to online traffic.
- Ensure images are present for each product to maximise sales.
- Ensure site is accurate. Make sure that all the items being sold are up-to-date, have the correct sizes, prices, posting/displaying of the goods, making sure that all links are working, updating the database, and of course, customer service.
- Set out monthly marketing calendars activities.
- Oversee and run promotions, marketing activities, and event coordination, such as Deal of the Day, Black Friday, Cyber Monday
- Maintain database of customer accounts.
- Manage marketing agency.
- Work with marketing team to implement innovative marketing strategies and ensure they meet the key deliverables in terms of driving hits and reach
- Deliver customer satisfaction by ensuring end to end customer experience meetings the Khaadi standard
- Respond to telephone and internet queries and maintain customer service levels
- Create and manage automated responses for customers
- Correspond with online customers via electronic mail, telephone, or other electronic messaging to address questions or complaints about products, policies, or shipping methods.
- Cancel orders based on customer requests or inventory or delivery problems.
- Manage 3rd party E-Commerce platforms
- Select and purchase technical web services, such as web hosting services, online merchant accounts, shopping cart software, payment gateway software, or spyware.
- Ensure security practices preserve assets, minimiz

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